Telesales - Increasing your business profile and sales

Every day prospective and existing clients experience your company via the telephone.  That experience translates into positive or negative customer service.  Being put on hold, given confusing information or dealt with in an offhand manner will affect your relationship with your clients.  This workshop teaches staff the importance of making every telephone contact a positive experience.  It also shows your team how to be professional and productive in a sometimes stressful environment.

Who should attend : This practical and motivational workshop should be offered to Telesales staff.

Outcomes : At the completion of the program, participants will have a clear understanding of the Telesales Performance standards.  They will be able to make the phone call in a professional manner and deal with a wide range of questions and to also deal with enquiry calls.  They will also be able to handle complaints with professionalism and understanding.

Methodology : Learning tools used in this interactive workshop include workbook, power point, role playing, communication games and information sheets

Topics covered in this workshop include :

• The importance of a smile
  The ten tips to great phone communication
• Practical strategies for writing a spiel
  Building a database – what program to use
• Ways of demonstrating understanding and empathy without being face to face
• Efficiently dealing with questions
• Handling complaints with professionalism
• Time management tips for keeping up productivity and efficiency
• Qualifying prospects – Making the appointment
• The telephone efficiency checklist